Resumen de Comment Cards 2.0: an Interactive Student Project Using the Internet, the 80/20 Rule, and Checklist Analysis
Michael S. Scales, Donna Albano
Given the need for hoteliers to develop real-time tactics for managing their properties' online reputation, this teaching note is intended to provide hospitality educators with a recipe for implementing an effective social media reputation management learning experience for students. The experience described below allows students to become acutely aware of the power of online social networks and the potential effects of user-generated content on hotel operations. The project which is the basis for this note was designed to replicate (albeit on a much smaller scale) the capability of software that analyzes public feedback by using online reviews and social media. Students use readily available technology to obtain user-generated/guest feedback from various social media sources and then create useful recommendations for lodging managers to follow in managing their properties online reputation.
